Manager Client Experience/CX (Hybrid)

Compeer Financial is seeking collaborative, innovative and dynamic professionals to be a part of our Top Workplace culture!

Tell me more about this opportunity.

Position Overview:

This position is responsible for designing and managing the end-to-end omni channel client journey mapping across a variety of client moments in our ecosystem. The incumbent works closely with cross-functional teams, including marketing, business process, product, digital, call center and sales leadership to develop and execute data-driven strategies and the A/B test process to deliver a measurable improvement to the client experience and business profitability. Defines reporting requirements and analyzes data to drive client experience scores improvement throughout the prospect and client journeys.

Essential Functions:

• Builds foundational quality processes and disciplines, and drives sustained execution through every step of the client journey.
• Develops listening points in the client journey, leverages segmentation of client base and varying strategies, and identifies opportunities for continuous improvement.
• Identifies potential linkages of data between engagement channels and sales agent systems (COMPASS, Ag Lending, etc.) to drive improved resolution of client or prospect intent.
• Leverages project and process management experiences to ensure activation of defined opportunities and the full capture of the business benefits.
• Leads the design process, monitors and documents the end-to-end omni channel client journey mapping across prospect and client experiences.
• Collaborates cross functionally with marketing, legal, research, product and sales leadership teams to effectively set and communicate business strategy and attain necessary approval to execute.
• Actively leads the development of strategies to enhance client experience across all segments while collaborating with key senior leaders.
• Influences key leadership to challenge conventional practices and instill client insights into the decision-making processes.

Minimum Qualifications & Required Knowledge, Skills and Abilities:

• Bachelor's degree in business administration, finance, economics, agribusiness or related field or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
• Minimum of 7 years of experience in leading CX mapping, project and process improvement initiatives.
• Three to five years of leadership and management experience preferred.
• Proven track record in CX mapping, UX design and performance management.
• Advanced project and process management skills to drive the journey mapping as well as the activation execution.
• Advanced financial acumen to size initiatives and determine where to prioritize time to improve the client experience.
• Advanced experience building or supporting differentiated tiers of service or unique client segments.
• Strong ability to design and implement effective and measurable client experiences, excellent project management skills, and experience in omni-channel engagements for a considered purchase such as financial services.
• Advanced ability to measure, test, analyze, build, and standardize quality processes to dramatically improve organizational performance.
• Strong communication skills, expresses ideas fluently and logically, is open to input.
• Ability to create an atmosphere of openness and trust, collaboration and offers support and encouragement. Passionate about customer experience excellence.
• Proven experience of using data to drive your decision making, create plans an affect change.
• Advanced organizational skills; able to create plans, manage projects, working to deadlines and changing priorities.
• Strong track record of creating and delivering strategies and plans.
• Strategic and innovative.
• Leadership skills to select, evaluate, engage, motivate, mentor, train, delegate, reward and lead remote team members.
• Valid driver's license.

Who is Compeer Financial?

Compeer Financial exists to champion the hopes and dreams of rural America. By joining our team, you will help empower those in agriculture and rural communities to achieve their goals and expand their possibilities. We embrace business agility and innovative approaches to serving our clients and communities.

Why join our team?

• Amazing team members who are passionate about serving agriculture and rural America.
• Investment in our team members' education, growth and development.
• Engagement in our communities through giving back and volunteerism.
• Flexible, collaborative and dynamic work environment.
• Great benefits:
  • Medical, Dental, Vision insurance
  • 401K (3% Compeer contribution & up to an additional 6% match)
  • Paid time off (vacation, sick leave, holidays, volunteer time)

Find out why our team members choose Compeer Financial by watching this video .

How do I apply?

Qualified candidates, please apply online at www.compeer.com/careers .

Compeer Financial is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.